Guest Relations Manager
US-TX-Dallas
Management
Req #: 67898
Type: Full-Time
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Overview: The Guest Relations Manager is responsible for ensuring the operation of the Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Responsibilities: * Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests. * Reach out to guests and coordinate arrival, departure, travel itinirary and preferences in an individual and personalized manner for each guest. * Use creativiy and innovation to surpass guest expectations and provide them with meaningful, personalized attentions throughout their stay. * Walk all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly. Worked closely with Room Service and Housekeeping team. * Monitor all V.I.P.'s, special guests and requests. * Curb side meet and greet all VIPs. * Review Guest Service, Guest Satisfaction and Audit scores regularly with hotel management. Find trends and ways to increase guest statisfaction. * Respond to all guest reviews, internal and external portals (Tripadvisor, Booking.com, etc.) * Participate in required M.O.D. program as scheduled. * Ensure all guest opportunities are recorded accordingly. Handles all opportunities based on facts and investigate accordingly and accurately. * Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. * Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting. * Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. * Ensure implementation of all Highgate Hotel policies and house rules. * Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. * Perform other duties as requested by management. Qualifications: * At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 2 or more years of related experience; or a 4-year college degree and at least 1 year of related experience. * Supervisory experience required. * Must be proficient in Windows, Company approved spreadsheets and word processing. * Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. * Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. * Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. * Must be able to multitask and prioritize departmental functions to meet deadlines.
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